Tag: Customer Service

Are you so successful that you can afford to lose good, long-term customers?  Most of us want to retain customers and continue to provide value for them.  But  inflexible policies and procedures can cost you business.

Let me share a story.  I recently moved from Florida to California.  I notified my banks, the IRS, my credit card companies, etc.   All transferred me over to the new address except one- a gas company.  I had been their customer for 26 years. That's a long time. I typically spent $4000 a year with them, including some $500 moving across country

And they would not allow me to change my address.  I called and they said I needed to provide proof of the move in writing,  Which I did- to no avail.  They continued to send bills to the old address, where anyone could see my credit card number and use it. (Most companies no longer put account numbers on bills for this very reason.)  They were not concerned about that kind of fraud; I was.

They refused to accept the proof I sent them. They wanted something from the Secretary of State of California. They were absolutely rigid and unyielding. And so I cancelled my card.  They lost a 26 year customer over a policy.

It's the exact opposite of how a customer-focused organization like the Ritz Carlton operates.  As I understand it, every employee is empowered to fix a customer problem up to $200.  Above that, they can go higher and seek assistance for the guest.

That's how you keep long-term customers.  Think about your policies and the way you do business.  Could some added flexibility enhance relationships?

Ok- I admit it- I'm frustrated.  Very frustrated.  I have dealt with many vendors including phone companies, insurance companies, and banks this week who seem like they could care less about their customers.  They don't return phone calls, they change your plan without your permission, they start charging you fees out of the blue because they want to and they really don't care if you are unhappy.  They break agreements, lie to you and then consider this acceptable.  This is not the way to run a business.

You and I both know that if we treated my customers and clients the way I have been treated this week, we would be out of business. In my speeches and trainings, we focus on adding value to the customer, delighting them, giving them so much more than they expect.  Often what happens is they become viral advocates for your business and tell others how great you are.  But that's not the reason to do it.  The reason to do it is because that's the way to do smart business- to provide quality, excellence and added value.  That's how you stay in business.

Maybe one of these days conglomerates will start to understand that- as their customers leave in droves.  I am certainly thinking about it.

How about you?  Any great customer service stories?

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